Collaborate towards customer success through Lean in IT Service Delivery

Supporting applications in IT Service delivery is modeled around providing service to the customer within acceptable resolution time and in a consistent way. However in this process oriented approach there is a limited touch point with the end user and business value creation is not always prioritized.

I had an opportunity to work closely with this distributed delivery team in implementing the improvement charter using Lean techniques wherein the team serviced customer deliverables faster and in a predictable manner. Faster turn around time of service requests and resolution of P3 incidents helped in addressing business user needs as well as channelize effort saving towards creating value / business benefit to the customer.

Focus of the team was to use some of Lean tenets like VSM, Go See Yourself, Automation and Visual control to bring in 50% improvement in cycle time of service requests and P3 incidents as well as reduce variation

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Outline/structure of the Session


3 Mts - Background, current constraints / challenges in existing delivery model. Need for Lean

10 Mts - Applying lean techniques to eliminate/reduce wastages and streamline the delivery process

3 Mts - Benefits / outcome post process correction. Articulation of value delivered to the customer

4 Mts - Q&A

Learning Outcome


Adaption of tried and tested Lean principles like Go See Yourself, Value Stream Mapping, automation and visual controls to bring about a process change. Delivering value to the customer in a collaborate and partner mode. Pull mechanism to focus on business value adds on the effort saved

Target Audience

Delivery teams, Delivery Manager, Mid level manager

schedule Submitted 3 years ago

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  • pradeep panda
    By pradeep panda  ~  3 years ago
    reply Reply

    Hey Ankur,

       Can you elaborate more on your proposal? As mentioned by Ebin, with the current abstract, it's not clear if it can fall under Beyond-Agile track.



  • Ebin John
    By Ebin John  ~  3 years ago
    reply Reply

    Hi Ankur,

    Thank you for submiting the proposal. As you know most of the participants will be practitioners. I would like to know what is the key learning you are going to give to the participants.

    Can you please check whether "Agile Lifecycle" is a better theme for your content?


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